Customer Service Representative

Job Description

Job Title: Customer Service Representative Location: Remote Department: Customer Support Reports To: Customer Service Manager Company: European Merchant Services (EMS) About EMS: European Merchant Services (EMS) is a leading provider of global payment solutions, offering secure and scalable card processing services to high-risk and medium-risk merchants. As a trusted referral partner of Visa and Mastercard, we work with Tier 1 and Tier 2 banks to deliver seamless payment processing with a focus on speed, transparency, and client satisfaction. Operating across Europe and beyond, EMS is known for its commitment to client success and innovation in the payments ecosystem. Job Summary: We are looking for a proactive, detail-oriented, and customer-focused Customer Service Representative to join our growing team. In this role, you will act as the first point of contact for our clients, providing support, resolving issues, and ensuring a world-class experience throughout the merchant lifecycle. Key Responsibilities: Provide prompt, professional, and accurate assistance to merchants via email, phone, and live chat. Handle inquiries related to transaction processing, onboarding, technical troubleshooting, settlements, chargebacks, and account status. Collaborate with internal teams including sales, risk, compliance, and technical support to resolve client issues effectively. Educate merchants on EMS tools, dashboards, compliance requirements, and best practices. Maintain detailed records of client interactions and feedback to help improve service quality. Identify recurring problems or areas of friction and suggest process improvements. Support account managers in ensuring high client satisfaction and retention. Maintain knowledge of EMS products, industry updates, and partner bank protocols. Requirements: 1–3 years of experience in customer service, preferably in fintech, banking, payments, or related industries. Strong communication skills in English (written and verbal); additional European languages are a plus. Basic understanding of payment processing systems, chargebacks, and merchant onboarding is preferred. Problem-solving mindset with a keen eye for detail. Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite. Ability to multitask and thrive in a fast-paced, deadline-driven environment. Customer-first attitude with a genuine interest in helping others. What We Offer: Competitive salary and performance-based incentives. Opportunity to work with international clients and partners. A collaborative, supportive, and multicultural team environment. Growth opportunities within a rapidly expanding fintech company. Ongoing training and professional development. Join EMS and be part of a team that’s shaping the future of global payments. Apply now and make an impact!